Enhancements in Previous Versions
Enhancements in CC v10.1
Web Chat, Video Chat & Page Sharing:
Web chat is quickly becoming the channel of choice for customers. Give your website visitors an escalation point to your customer service centre that can be easily and seamlessly escalated to video as required. Page sharing provides the tool to support these customers in their engagement, allowing agents to guide them across different pages and even assist them to fill out forms.
Users who loved Communications Center’s old Desktop UI will be happy to see this complete and focused new TouchPoint view into agent productivity and overall contact centre performance, all from one screen.
Customers can now interface to the external Chat system, including chatbots and social media applications, using the public Chat Connector. Chat Connector places the externally initiated chats into Communications Center’s Chat queues and then delivers them to chat-enabled agents. The same chat queue can take chats from the standard Communications Center Web Chat, internal chats, and chats from the Connector.”
JAWS and MAGic Integration for vision Impaired:
Provide the best experience to vision impaired agents with screen magnification and text to voice capabilities.
10.1 SP1 :
Schedule or manually transfer TouchPoint application diagnostic/log files from the client PC directly to the Log directory on the CTI server.
TouchPoint’s auto-update service has been re-architected to include an auto update of Advanced Services modules to further reduce implementation time.
Hot Seating support (PBX):
Dynamically associate a user’s current phone extension as soon as they sign in to TouchPoint.
TouchPoint Traditional Chinese support:
Traditional Chinese has been added to the list of supported languages for the TouchPoint user interface. Please talk to your local Enghouse Interactive or Partner account manager if you are interested in finding out about more supported languages.
Data Privacy Tool:
The Data Privacy feature enables the identification of a customer’s personal data and the export or removal / anonymised of it if requested. This feature has been developed to meet recently introduced privacy laws (GDPR).
Chat Connector API
Customers can now interface to the external Chat system, including chatbots and social media applications, using the public Chat Connector. Chat Connector places the externally initiated chats into CC Chat queues and then delivers them to chat-enabled agents. The same Chat queue can take chats from the standard CC Web Chat, internal chats, and chats from the Connector.
Web Chat translation
Chat messages can now be translated so that agents and customers can communicate in different languages. Using the Google Cloud Translation API, chat messages are translated from non-English queues to English for the agent, and back to the original language for the customer.
New to TouchPoint the user now has a ‘Contacts’ tab in the Statistics window that allows quick access to the frequently used contacts. The Contacts panel lists Global and Personal contact groups and the members of the selected group are displayed as contact cards in the main body of the panel. The contacts in the selected group can then be filtered using the text filter box.
Enhancements in CC v10
Tighter Portfolio Integration
The strength and depth of the Enghouse Interactive Contact Centre portfolio has increased
• TouchPoint now tightly integrates with the wider Enghouse Portfolio, allowing for seamless switching between interaction handling, quality management and workforce scheduling
• Integration to outbound SMS campaigns automatically recognises messages needing agent intervention, routing them to available agents for deeper level handling
Scale and Flexibility
• Newly engineered Contacts Search offers enhanced, free-text searching along with powerful search speeds and integration to Active Directory
• Enterprise-level presence visibility for NEC SV8500 and SV9500 customers
• Multi-node support allowing for geographical distribution of contact centre operations for Avaya IP Office environments
Communications Center with the Cloud
• Support for federated agents